Client Experience Manager

Job description

What You'll Do Manage the client journey from enquiry to ongoing reviews Support business growth through excellent client experience Conduct consultations, assessments and risk assessments Develop and oversee personalised care plans Build strong relationships with clients, families and professionals Complete quality assurance visits and client reviews Investigate complaints and drive service improvements Ensure compliance with CQC and company standards Lead, coach and support team members Participate in the on-call rota Maintain accurate records and systems About You You'll ideally have: Relevant experience in the care sector Strong relationship-building and communication skills Leadership and team development experience Excellent organisation and problem-solving abilities A passion for delivering outstanding customer service Good knowledge of quality and compliance requirements Confidence using IT systems and Microsoft Office A full UK driving licence and access to a vehicle Committed to continuous professional development and willing to undertake relevant training and qualifications to support success in the role. What We Offer £28,000–£30,000 salary plus bonus 25 days holiday plus bank holidays Structured induction and ongoing development Support towards professional qualifications Employee Assistance Programme Benefits and pension scheme Long service recognition A supportive, values-led culture Why Home Instead? This role offers the opportunity to make a genuine difference to the lives of older adults and their families while helping shape the future of care in Norwich. If you're passionate about people, care and positive outcomes, we'd love to hear from you. Help families find the right care. Deliver exceptional client experiences. 📍 Norwich 💷 £28,000–£30,000 + bonus scheme 🕒 Full Time About the Role When families first contact Home Instead Norwich, they're making an important decision about care for a loved one. As our Client Experience Manager , you'll guide clients from their first enquiry through ongoing support, ensuring every family receives an outstanding experience. You'll combine relationship-building, care planning, quality assurance and team leadership to deliver safe, relationship-led care and increase the number of clients we care for.